LibQUAL+ Survey Results, Spring 2004

In Spring 2004, students, both undergraduate and graduate, and faculty took part in York University Libraries' third LibQUAL+ survey. This survey, designed and distributed by the Association of Research Libraries and Texas A&M University, attempts to determine how well the library meets users' minimum requirements-that is, basic, everyday needs-and also how close the library comes to users' maximum requirements-their ideal library. LibQUAL breaks these needs down into three major areas: affect of service (the quality of interaction with staff), access to information (including search tools and collections), and library as place.

Taken together, respondents were most pleased with the quality of interaction with staff at York's libraries, with faculty members expressing the greatest level of satisfaction and were most impressed by the competent, courteous staff. Library staff were praised for doing a great job with limited resources. Electronic access to material from home also received high ratings from every class of respondent. One faculty member notes that "I know when I set readings for students that are available electronically, they will be there for [my students]." Undergraduate students for the most part found their basic needs met or marginally exceeded in terms of affect of service and access to information.

Less positive responses from all respondent groups were more frequent, though, on questions concerning our having "library space that inspires study and learning" and a "quiet place for individual activities." Graduate students in particular expressed concern about noise levels in Scott Library. On the other hand, many respondents had high praise for the welcoming aesthetics of the new reading room on the second floor of Scott and encouraged York Libraries to continue in that direction.

Some faculty also expressed dissatisfaction with aspects of York's print collection. In comments included with their surveys, we noted some requests from instructors and T.A.s that multiple copies of popular books be purchased (we have, in fact, been devoting funds specifically for this in the last couple of years). Other faculty members expressed concern that the convenience of electronic access to journals is unjustly outweighing the advantages of print copies; however, there were many more enthusiastic comments about our electronic journals.

The survey responses are very important in the Libraries' planning process, and we rely on any and all feedback from faculty and students to get an accurate picture of our library users' needs. We will be considering what issues highlighted in the survey can and should be addressed over the next year. We thank all who took the time to respond to the LibQUAL+ survey this spring.

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